Headline

Senior Ops & Product Operations Specialist | SLA 98%+ | KPI & Process Optimization | Driving Scalable Operations | clients handling

About

Hi, I’m Sowmya! I’m a Senior Operations & Product Support professional with 3+ years of experience. I help businesses scale operations efficiently by combining data, process optimization, and strong execution. With experience in Product Operations, Business Operations, and Payment Processing, I specialize in managing high-volume workflows while maintaining accuracy, compliance, and customer satisfaction. Key highlights: • 98%+ SLA adherence in high-volume support and operations • Improved CSAT by 10% through faster resolution and better processes • Reduced turnaround time by 15% by identifying and eliminating bottlenecks • Hands-on experience in ticketing systems, incident management, and RCA • Strong collaboration with product, tech, and cross-functional teams Tools & Skills: SQL | Excel | Zendesk | JIRA | CRM | ERP | KPI Tracking | Process Improvement I’m passionate about solving operational problems, improving efficiency, and building scalable systems that drive real business impact. Currently open to Product Operations, Business Operations, and Strategy roles.

Location

Bengaluru

Work experience

Senior Operations Associate at Capslock Marketplaces, Dec 2024 - Present · 1 yr 7 mos, Bengaluru, Karnataka, India, Leading end-to-end payment operations, L3 support, and product lifecycle management in a fast-paced SaaS environment. Acting as a bridge between business and technical teams through data analysis, requirements gathering, and product insights. ✔ Managing 500+ tickets/week with 95% SLA adherence ✔ Automated 50% of manual workflows ✔ UAT, API testing & Play Store release management ✔ MIS reporting, dashboards, RCA & business insights delivery ✔ Product analysis — identifying gaps, tracking metrics & driving UI/UX improvements ✔ Requirements gathering & process mapping for product enhancements ✔ Cross-functional & stakeholder alignment by 40% 🛠️ JIRA | SQL | Mixpanel | Zendesk | SAP

Customer Support Operations Manager at Zolo, Jan 2024 - Nov 2024 · 11 mos, Bengaluru, Karnataka, India, Looking for change of job — immediate joiner

Business Development Associate at myXp.ai, Dec 2021 - Sep 2022 · 10 mos, Bengaluru, Karnataka, India

Education

B.sc information technology, Information Technology, Hindusthan College Of Arts And Science